Customer Success Lead

Xeople (Entire OnHire & XeopleRecruit) is a software development company that creates innovative tech solutions for the recruitment sector. Headquartered and founded in Melbourne, Australia, Xeople also has its own Development Centre in Noida, India. We are uniquely positioned as experts in creating people management solutions for fast-paced, high volume and high compliance industries, and our brand is widely beloved 10 years into our journey.

At Xeople, we believe in humanising data. Work is an integral part of our lives, and we believe people can find real purpose through their work if matched with the right role, at the right time. Our products empower users through the magic of data, to retain and engage their people for sustained business growth. Choosing Xeople products for their business allows our clients to unlock the X-factor we believe is in every individual.

Our growing suite of products covers recruitment, onboarding, rostering, payroll, invoicing, and world-class mobile apps much more for staffing businesses. With specialised features and functionality tailored to front-line industries, our products empower thousands of professionals across ANZ's Healthcare, Education, Government, Hospitality, Manufacturing, Aged Care, NDIS and Security sectors. 

As an organisation, we believe in creating a unique culture of individuals who work together, where everyone can find their “X-factor”. We practice what we preach. Engaged and empowered employees translate into an exceptional customer experience.

If you are looking for an organisation where enjoying the journey is seen as a non-negotiable in reaching your professional goals, Xeople is excited to welcome you.

Role Purpose

The Customer Hub Lead owns the direct client relationship across Xeople's customer base - spanning Entire OnHire (EoH) and Xeople XR. This role is responsible for ensuring clients extract maximum value from the platform, remain satisfied, and grow their usage over time.

This role reports initially to the COO and works within the operational structure being established by the Head of Operations. The majority of time is spent in direct client engagement - running structured success reviews, managing escalations, coordinating the support team, and driving platform adoption. It is the primary Xeople contact for clients post-implementation and the key relationship holder for the retained customer base.

Key Focus Areas

·      Customer engagement & success - structured CSRs, health monitoring, platform adoption coaching

·      Support team oversight - SLA accountability, escalation ownership, queue and breach management

·      Customer communications - all client-facing comms, billing queries, engagement follow-ups

·      Escalation management - owns escalations end-to-end, from triage through to resolution

·      HubSpot operations - ticket management, workflows, Breeze AI, Jira integration, NPS reporting

·      Commercial & renewal intelligence - engagement summaries, expansion signals, renewal readiness

·      Customer feedback loop - structured capture and flow of insights to leadership and product

·      Finance & consumption - monthly billing run, property equations, overdue liaison

Key Responsibilities

1.        Customer Engagement and Success

2.        Support Team oversight & Escalations

3.        Customer Communications

4.        HubSpot Operations

5.        Customer Feedback & Product Advocacy

6.        Finance & Consumption

7.        Team Capability

What you will bring to Xeople

·      5+ years in Customer Success, Account Management, or a senior client-facing role

·      SaaS, HR tech, or workforce management software experience strongly preferred

·      Strong HubSpot capability - ticket management, workflows, automation, properties, NPS, and reporting

·      Comfortable with Jira integration and cross-platform automation management

·      Proven track record managing client relationships at a strategic level, including escalations and at-risk accounts

·      Strong written and verbal communication across technical and non-technical audiences

·      Structured and process-driven - able to build and maintain frameworks, SOPs, and client-facing programs

·      Commercial awareness - understands renewal dynamics, expansion signals, and client value drivers

·      Highly organized with strong attention to detail, particularly in billing and system data accuracy

If this sounds like you, click the link below to apply.

https://xeople.online/uri?lk=ZI3SNR